Holiday Inn Resort the Lodge at Big Bear Lake by IHG

Reviews

• BT

  Blanche Tamondong

  3 days ago
  1.0
  This hotel does not meet even the most basic standards of hospitality. We experienced a complete loss of running water for two consecutive days, January 17–19. Despite the hotel publicly responding to reviews stating that the water was restored at 10 PM, that was not our experience and it is totally LIE. We waited until 2 AM on both nights and did not have running water at any point. We went down to the front desk multiple times and were repeatedly told the issue would be resolved within 30 minutes. We waited patiently, but the water was never restored — not even a single drop of water. The hotel also stated that all affected guests were compensated. That is another LIE. I called every day attempting to speak with a manager regarding a refund, as the front desk informed me they were unable to process one; only the manage can do. I was repeatedly told the manager was unavailable and that my contact information would be passed along. I never received a callback. I spoke to the guest relations and was provided the emails of Mahalia (Manager) and Deron (Executive Manager), yet I received no response. I have Deron’s number and he was able to respond stating that he will let Mahalia know - and after that no follow-ups from him after multiple attempts. It has now been over a month, and I have not received any compensation or follow-up. The lack of transparency, accountability, and communication reflects very poor management. This experience was extremely disappointing and unacceptable.
• BW

  B W

  3 days ago
  5.0
  We made a last-minute trip to Big Bear last weekend to catch the snow, and like everyone else, we found that most Airbnbs and hotels were either booked or refused one-night stays. We ended up at the Holiday Inn basically out of necessity. We’d driven past it before and weren't impressed by the older exterior, but we were pleasantly surprised! Despite the dated look of the building and lobby, the rooms are very well-maintained. The highlight was definitely the heating system; it’s an older style that doesn't blow dry, noisy air from a vent, making the room incredibly quiet and warm. The bed was also surprisingly more comfortable than some of the "modern" hotels we’ve stayed at in town. Another good thing is that they serve real breakfast at a real restaurant instead of a cheap buffet where you may run into a crowd of hungry people trying to snatch food.
• LW

  lori worley

  6 days ago
  1.0
  BEWARE! BEWARE! BEWARE! Let me start by saying, I don’t expect nor do I want a response from the hotel about my review. Based on the “we don’t give a crap” attitude I’ve seen from the hotel’s responses to previous reviews, this property owner does not care about customer service. The reason for my review is to warn potential future quests of what they are getting into if they choose to stay here. That being said, when we checked in, the front desk clerk was BARLEY cordial. When we to our room, TV was not working. Told front desk clerk, who said it was probably because of snow on the receiver and they were “working on it” so we left for a couple hours. Returned, and STILL no TV. Spoke with another guests that said they haven’t had TV for TWO DAYS! As we past the front desk to go check out the restaurant (which wasn’t open at dinner time) while waiting for TV to be fixed, we over heard front desk clerk tell someone on the phone they have had a tech working on TV issue “all day.” Mind you, at this point there had been no TV for TWO DAYS. Went back to room a couple hours later, STILL no TV and realized that everything except ONE lamp, and the TV(which wasn’t working) was the ONLY thing plugged in. Had to crawl under furniture to plug in lamps and the clock. When I asked what they were going to do to compensate people for no TV, was told, and I quote, “Nothing, because it was out of our control” No apology of ANY kind or offer of ANY compensation to show that they cared about their guests. Out of their control??? Well who is it that “CONTROLS” who the carrier for TV service is? The quests? Yet the guests don’t get what they pay for because of THE HOTELS CHOICE! I will say, the bed was comfortable and the location was good and if they had showed the SLIGHTEST bit of concern to their quests when there was an issue, it WOULD have been a good place to stay. BUT if you don’t care about being treated VERY rudely, and poor customer service is not a problem, then this place is for you. Otherwise, STAY CLEAR OF THIS HOTEL!
• BW

  Bonnie W

  Feb 5, 2026
  1.0
  The rooms can get hot because they turned off the AC during winter which we just opened the balcony window. Great location and walking distance to restaurants. What I didn't like is how they treat their customers and lie. I did not get compensated for the water leak. Had no water from 3pm until 1am the next day. Tried talking to front desk and she wrote an email address which came back undeliverable. Tried to email corporate which gave me a case number, still no compensation. Tried to email their customer service email which they ignored. Don't trust what management says that everyone got compensated, because I did not. They will just sweep any problems under the rug.
• JN

  Julls Nelson

  Jan 24, 2026
  3.0
  We experienced a complete loss of running water during our stay, which meant we could not use the toilets, sinks, or showers for most of the night. While management later stated that the issue was fixed at 10:00 p.m., guests did not actually have access to running water until approximately 3:00-4:00 a.m. This was far more than a minor inconvenience and affected basic accommodations. Since then, I have repeatedly attempted to contact management over the course of a week through phone calls and email, with no response and management consistently being “unavailable.” I was told via chat assistance and have seen responses on Google reviews stating that all affected guests would be compensated; however, no compensation has been issued, and no one has reached out to us regarding the matter. The lack of communication and follow-through has been extremely disappointing. Update 1/29/26 Aside from the water issue we experienced during our stay, I wanted to share my honest thoughts about the hotel itself. While we were ultimately compensated for the water issue (thank you), there was a complete lack of communication from management throughout the entire ordeal. The manager never contacted us at any point, and no one reached out to us during the situation. That said, the location was excellent — close to town, within walking distance to restaurants, and right near the bowling alley, which made it very convenient, especially for families with kids. The hotel offers a swimming pool and I believea hot tub, which is a nice bonus, and they also have self-serve washing machines on site. One thing to note: detergent is not sold in the laundry area and must be purchased from the lobby. Our room itself was very nice, clean, and well maintained. I appreciated the attention to detail with the amenities provided, including the shampoo, body wash, and other toiletries, which were good quality. The bed was very comfortable, and the bedding and pillows were especially nice, making for a restful night. The only area I felt could use updating would be the hallways leading to the rooms. The lighting was very dim, and the hallways felt old and outdated compared to the rooms themselves. Overall, the room and location were definite highlights of our stay — and we’d consider staying here again… as long as the water is flowing next time 😉

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